topic Re: Help for new PAYG customer - thanks! in Archived Posts

Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 09:52:45 GMT

Hi All - hoping someone might be able to help. I bought a new PAYG SIM from the EE website with a £20 pack to give me unlimited mins/txts and 15GB data. I received the SIM about three or four days ago and have just put it in the phone today and registered with MyEE. The MyEE app says I have £10.01 credit and only 15mB data and suggests calls and texts will be charged. I get the same credit answer when I text AL to 150. There seems to be no acknowledgement of my £20 pack at all. I tried to call 150 for help but was told I had to pay 25p to speak to someone which is rather annoying to say the least as a new customer who doesn't seem to have got what he ordered.

Anyway, hoping someone can help! Many thanks in advance

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 10:49:46 GMT

When you bought this SIM from the EE site did you pay £20 or was it free?

What does texting AL to 150 from it fully report verbatim (it is free)?

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 11:16:44 GMT

Hi and many thanks for the reply.

I paid £20 for the SIM and pack.

The text from AL says:

Your current balance as of today 10:41 is £10.01. You have £10.00 remaining until 07/06/2021 for your free credit for 60 days. Your last top up was £10.00 on 08/04/2021 at 22:30. For more info on your packs, add-ons or free boosts go to myEE ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

----

Hope this helps?

Thanks

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 11:26:17 GMT

I don't understand why half of the price has been split into free credit. This has made the actual PAYG top-up not enough to buy the primed £20 pack.

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the landing or My EE Mobile page.

Point me at the page where you bought this SIM from.

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 11:49:39 GMT

Hi - Many thanks and I agree it makes no sense - I've just checked my confirmation of order email from EE and it says £20 - I order from:

https://shop.ee.co.uk/plans-and-packs/pay-as-you-go-packs#pack

This was on 6th April. I have checked my EE and that also says £10.01 current credit and shows 50mB data available and 0 minutes and 0 texts available.

All very frustrating....

Thanks for your help which is much appreciated.

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 11:50:45 GMT

Just to further clarify - I bought the £20 sim pack on this page:

https://shop.ee.co.uk/sim-only/pay-as-you-go-phones

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 11:55:35 GMT

I've just checked my bank a/c and EE have only taken £10 which might sort of explain things but on the order email it clearly says I ordered £20. I have no idea what's going on or what I should do now....

Thanks

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 11:56:26 GMT

Yes, that looks like the normal £20 PAYG SIM with a primed £20 pack costing £20 all of which is topped-up as credit to buy the pack.

Show me the MyEE page.

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 12:01:00 GMT

Hi - I'm not sure how to show you the myEE page - I looked at the 'top up history bit' and it says I topped up £10 on 8th April which ties in with the debit from EE from my bank. But the order email confirms I ordered the £20 pack and also in my SIM pack there was a leaflet entitled "We've got some important information about your £20 top up".....

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 12:03:03 GMT

Use the Camera icon above your text to upload an image file to here.

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 12:05:45 GMT

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 12:07:05 GMT

Hi - thanks - just tried to upload an image - can you see it OK? Thanks

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 12:32:46 GMT

Yes, your images were awaiting approval. I have now done so & they should appear soon.

It looks like you have somehow got a pack-less SIM (from the "Choose a Pack"). Please post the top of that page, above the "A/C Settings".

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 12:40:04 GMT

Re: Help for new PAYG customer - thanks!

Benchster — Mon, 12 Apr 2021 13:00:01 GMT

Hi - I just managed to get through to someone at Customer Services who has confirmed it was an error on the order!

All [hopefully] sorted now.

A very big thank you, however, for all your help looking into this for me - much appreciated!

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 13:00:11 GMT

Yes, something's gone wrong. It seems you tried to buy a £20 SIM Pack for £20 but ended up paying just £10 for a pack-less SIM with £10 top-up + a £10 free credit. Not what you ordered at all. Indeed I never knew you could get pack-less SIMs from EE at all.

You would need to call CS to find out what's happening & get it corrected. They should refund your 25p's for any calls you make about this.

Re: Help for new PAYG customer - thanks!

XRaySpeX — Mon, 12 Apr 2021 13:00:59 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.